Average Speed to Answer definition

Average Speed to Answer means (i) the total number of seconds from the time a caller is queued and the call is answered for all calls queued to a live customer service representative or Interactive Voice Response Unit (IVRU), divided by (ii) the total calls handled by a live customer service representative or IVRU of the member service telephone line. PG # Performance Indicator Standard/Goal Measurement Criteria Frequency of Measurement Liquidated Damages Measurement Methodology 8 Call Abandonment Rate AR-15 The call abandonment rate of the dedicated toll- free customer service phone line shall not exceed the specified rate. Less than or equal to three percent (3%). Quarterly $1,000 per percentage point, or fraction thereof, greater than three percent (3%). The call abandonment rate percentage represents the number of calls in queue in which the caller has hung up the phone before the live customer service representative has answered the call divided by the total calls offered.
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Average Speed to Answer or "ASA" shall mean the average time before a Call is answered by a Support Professional. The counter starts when the Call is presented to the ACD, and does not include the main greeting time prior to presentation to the ACD.
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Average Speed to Answer means the time it takes for a customer service phone call to be answered by OUTSOURCER after call is connected to the OUTSOURCER system.
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Examples of Average Speed to Answer in a sentence

  • If there is a pre-recorded message or greeting for the caller, the 30-second measurement begins after the message/greeting has ended) Average Speed to Answer (seconds) The average delay in seconds that inbound telephone calls encounter waiting in the telephone queue of a call center before answer by a staff person (URAC measures the speed of answer starting at the point when a live individual would have answered the call.

  • The Average Speed to Answer means the average speed for answering of the customer service telephone line by a “live” representative each plan quarter.

  • Measurement methodology shall be measured from date of delivery of the plan performance review in Calendar Days No specified frequency $250 per Calendar Day late beyond the due date(s) PG-5 Service Level / Average Speed to Answer Inbound customer calls received by the customer service unit shall be answered by a live agent within the specified target time threshold.

  • If the Average Speed to Answer for the Guarantee Period is greater than *** seconds, a Premium Credit will be due.

  • Details will be mutually agreed upon by Contractor and the Department Updates as needed Agent Hours AvailableThe report shall be a summation of the total agent hours for each CSR available to take calls.Daily, Monthly; Annually.Weekly; Average Speed to Answer (ASA)Report of average amount of time end users wait in queue before calls are answered.

  • Average Speed to Answer: The contractor is expected to answer calls within 60 seconds or less.

  • The following definitions shall apply: Average Speed to Answer: Definition: The abandon speed to answer standard measures the percent of telephone calls answered within forty-five (45) seconds by a Customer Services Representative.

  • The study was conducted to propose a general framework, which could be used to manage InfoSecPol compliance in an institution.

  • Measurement methodology shall be measured from date of delivery of the plan performance review in Calendar Days No specified frequency $2,500 per Calendar Day late beyond the due date(s) PG-5 Service Level / Average Speed to Answer Inbound customer calls received by the designated customer service unit shall be answered by a live agent within the specified target time threshold.

  • Average Speed to Answer (ASA) time begins upon receipt of in-bound call at the switch level and ends upon delivery to the live agent.


More Definitions of Average Speed to Answer

Average Speed to Answer means the Speed to Answer, applicable to all calls within a specified timeframe, divided by the total number of calls received within the same specified timeframe.
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Average Speed to Answer means (i) the total number of seconds from the time a caller is queued and the call is answered for all calls queued to a Member Service Representative or Interactive Voice Response Unit (IVRU), divided by (ii) the total calls handled by a Member Service Representative or IVRU of the member service telephone line.
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Average Speed to Answer is: (i) the total number of seconds from the time a caller makes prompt selection from automated greeting and the time the call is answered by a call center counselor within a given time period. Case Audit Score The Call Center MHPs will provide the most appropriate EAP services in a timely manner as reflected by Case Audit Scores, in accordance with Call Center MHP’s training. The average Case Audit Score of all Call Center MHPs will meet or exceed ninety-seven percent (97%) Quarterly $500 per quarter Contractor performs random sampling of clinical case records, using a Department- approved tool, of at least three (3) records per Call Center MHP. Member Satisfaction Survey The Member Satisfaction Surveys will reflect that the Call Center MHPs were professional and knowledgeable. At least ninety-seven percent (97%) of all Member Satisfaction surveys will reflect that the Call Center MHPs were professional and knowledgeable Quarterly $500 per quarter Contractor performs random sampling of clinical case records, using a Department- approved tool, of at least three records per Call Center MHP. Performance Indicator Standard/Goal Measurement Criteria Frequency of Measurement Financial Consequences Measurement Methodology Customer Service Continued Phone Line Availability The hours of operation for the toll-free number shall be seven (7) days a week, twenty-four (24) hours a day, with the exception of scheduled system downtime. Unscheduled phone line downtime requires notice to the Contract Manager immediately along with timeframe of patch or repair required and detailed reason for unscheduled downtime. Any period of downtime that exceeds twenty-four (24) hours from start to finish is subject to associated Financial Consequences. Constant $5,000 for each day the phone lines are unavailable. Measured as the start of downtime and ending with the restoration and full functionality of the toll-free number.
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